Frequently asked questions

Can I add to an existing order?

It is not possible to add or make changes to an existing web order.

Can I change my delivery address?

Yes, you can do this by adding a new delivery address to your account online. Simply select this new address when you place your order.

You cannot change the delivery address of an existing order.

Can I find out when a product that is currently out of stock comes back in?

Our website always shows the most recent information about available products, sizes and colours.

If you wish, you can place a forward order online with Trutex. You will receive an email confirmation once we have confirmed stock will be available to fulfil your order on the date requested.

Can I get next day delivery?

All orders are despatched on a next working day service.

Can I return a product for an exchange or refund?

Trutex do not offer a sale or return service and exchanges are not offered.

Goods may only be returned if found to be faulty. Please contact customer services on 01200 421202 who will arrange for goods to be tested.

How can give a product a rating review?

If you have bought one of our products you can rate the product by awarding stars to help other customers make an informed buying decision. To rate a product you will need to be logged in to your account. Go to the product page and click on ‘rate this product’.

How can I find products on the website?

You can search for a product by using the search button at the top of the page. If you have a product code you can enter this here. If the product code is recognised the site will take you straight to the product page.

If you don’t have a product code, you can type a product description into the search box i.e. poloshirt.

You can also search using the product categories located under the ‘schoolwear’ tab. Select which category you wish to browse and the products available within that category will be shown.

How can I stop Trutex emails going into my spam or junk folder?

Please add Trutex to your safe senders list.

How do I cancel an order?

All cancellation requests must be made in writing, and await authorisation from Trutex to confirm that the order has been cancelled.

How do I change my account details?

You can change your name, email address, password and delivery address by logging into your account and updating your account information.

You cannot change your billing address online. Please contact customer services on 01200 421202 if you need to do this.

How do I open an account with Trutex?

Please complete a 'new business enquiry form' online. This is located on our homepage just underneath the main image.

Once you have completed the form a Local Area Account Manager will contact you with regards to samples, brochures and prices.

How do I pay off my outstanding balance?

Ring Trutex on 01200 421200 and select option 3 for Accounts. Payment may be taken over the phone by credit or debit card.

Payment can also be made by cheque or BACS payment.

How do I place an order online?

If you have a credit account with Trutex you need to register online and create an account by giving us your Name, Trutex account number and email address. You will be asked for a password so you can log into this account safely whenever you need to place an order with us. Your details and account number will be verified by us and your online account will be activated. You will receive an email confirming your account has been activated.

If you had an online account on our old website you will still need to register again on the new website.

How do I unsubscribe to marketing emails?

Click on the unsubscribe link located at the bottom of any Marketing emails sent to you from Trute

How do I use a promotional code?

If you have an active promotional code you will need to enter it when going through the order process. When you are reviewing your items there will be an area to enter a promotional code before you click ‘place order’.

I forgot to add a promotional code to my order, can it still be applied?

Once you have placed your order online it is not possible to add a promotional code to it.

I’ve sent an email through the website, how long will it take to respond?

We aim to get back to you in one or two days.

My account is on hold, what should I do?

If your account is on hold you have an outstanding overdue invoice. Please contact Trutex on 01200 421200 and select option 3 for Accounts. You account will be taken off hold once the outstanding amount has been settled.

What are the minimum order quantities for each product?

All products are sold as single items

What happens if there is nobody available to accept delivery?

Deliveries are made between 7.30am and 5.30pm Monday to Friday.

In most cases your parcel will be returned to the depot if there is no one to accept delivery. The driver will leave a card explaining where your parcel is and what to do next.

When will my order be delivered?

We aim to deliver your order within 24 hours of despatch.

During our busiest period of back to school (last 3 weeks of August – 1st week of September) this can be extended.

Where can I view size charts?

Click here to be taken to size charts.

Which payment methods do Trutex accept?

We accept all major credit and debit cards except American Express. We accept payment by cheque or by BACS.

Why won’t my promotional code work?

Have a look at the terms and conditions and validity period of the promotional code you’re using. If the code is valid, your order is eligible and it’s still not working then please contact customer services on 01200 421202.